Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it’s our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you. Come help organizations be their best, while you reach new heights with a team that has your back.
Please note that this role is required to be onsite at our San Jose, CA location.

REQUIREMENTS:

• 4+ years of demonstrated ability with Mac and PC technical support
• 4+ years of demonstrated ability using ServiceNow, Google Workspace, Microsoft Office, Slack, and Zoom
• 4+ years of demonstrated ability solving mobile devices, printers, and corporate network issues
• 4+ years supporting executive-level customers in corporate environments
• 3+ years providing technical support at corporate events
• Experience with high-priority escalations and high-pressure situations
• Demonstrated analytical and problem-solving skills
• Ability to handle sensitive and challenging support situations with senior executives
• Ability to work with little or no supervision from direct manager
• Ability to provide day to day leadership of a team of technicians.
• Demonstrated experience paying attention to details
• Demonstrated experience with clear and concise verbal and written communication
• Ability to take ownership to deliver outstanding customer experiences
• Preferred Knowledge and Experience:
• Experience supporting a distributed team is a plus
• Planning and supporting production style events

EDUCATION:

• BS or MS in Computer Science/Information Systems or equivalent experience required

ROLE SUMMARY:

The Senior Executive Support Specialist, reporting to the Senior Manager of Executive and Event Support within the IT organization, is a role that provides white-glove technical, meeting and event support to our executive customers. You are an expert that drives issue resolutions with strong customer focus to enable a seamless experience for our executive customers on a day-to-day basis, as well as at high-profile events.
Outstanding communication, problem-solving skills, and the ability to adjust and excel with changing priorities. You will use your experience to provide a pleasant customer support experience that values executives’ time and provides the right solutions at the right time to exceed expectations.
You will serve as the team lead for a team of skilled Executive Support technicians in our headquarters location. You will need to be a self-starter that can take ownership, prioritize, and handle various tasks simultaneously while maintaining a positive demeanor. In addition, strong verbal communication and written documentation skills are a must for this role for promoting ideas throughout the business to both technical and non-technical partners.

RESPONSIBILITIES:

• Provide onsite and remote white-glove IT support for senior leadership and their administrative assistants
• Act as the team lead for the Executive IT Support team in the Bay area.
• Drive a seamless and amazing onboarding experience for our new executives
• Provide break-fix support as issues are discovered and resolve in a timely manner
• Identify the root cause of issues and document the root cause
• Consistently meet or exceed our defined SLA expectations
• Create knowledge articles and videos to enable the team and customers with technology
• Provide event support during executive meetings and smaller meetings in event spaces
• Communicate with a customer-first approach both verbally and in written form with our executive customers
• Provide basic home network troubleshooting, audio/visual, and workstation setup
• Assist with projects as assigned
• Flexible working hours to support early morning and late evening coverage, as well as occasional weekends and holidays
• Primarily support our Santana Row office in San Jose, California.
• Travel up to 25% between Splunk offices and offsite event locations